Customer Service Specialist

About the role

The BioWave Corporation, founded in 1997 based in Norwalk, CT, is a fast-moving entrepreneurial minded health-care organization scaling rapidly both nationally, and globally. The organization services three key domestic markets, being Veterans (through the United States Department of Veterans Affairs), Athletes, (directly and indirectly through college and professional sports teams), and the broader Commercial “pain” market (directly through HAS/FSA stores, and indirectly through provider-based prescriptions).

Responsibilities

• Serve as the primary point of contact and resolution for customer inquiries via phone, email, and online portals.
• Provide detailed product information, technical documentation, and support on medical devices to device users.
• Cook up with internal departments (sales, logistics, QA/RA, manufacturing) to resolve customer issues and ensure prompt delivery of products and services.
• Maintain accurate records of all customer interactions in CRM systems (e.g., Salesforce, SAP).
• Support complaint intake and product tracking in compliance with FDA and ISO standards.
• Monitor backorders, inventory availability, and shipment tracking; proactively communicate with customers regarding delays or status updates.
• Participate in training, continuous improvement initiatives, and process optimization projects.
• Ensure compliance with HIPAA, FDA, ISO 13485, and other relevant healthcare regulations and company policies.

Requirements

• 1-3 years of customer service, call center or support experience, ideally in the medical device, pharmaceutical, or healthcare industry.
• Familiarity with medical terminology and FDA/ISO regulatory requirements is a plus.
• Proficiency with CRM and ERP systems (e.g., Salesforce, NetSuite, SAP).
• Strong written and verbal communication skills.
• Excellent problem-solving skills and ability to multitask in a fast-paced environment.
• Detail-oriented and committed to patient providing high-quality service.

Skills

• Experience working with medical devices, particularly in orthopedic, cardiovascular, diagnostic, or surgical product categories.
• Prior experience in complaint handling, adverse event reporting, device troubleshooting.
• Experience supporting clinical trials, product evaluations, or technical field service teams.
• Certification in customer service or healthcare compliance (e.g., Certified Medical Device Professional, Lean Six Sigma, or similar).

Qualifications

• Associate’s or Bachelor’s degree preferred.

Pay & Benefits

Summary Compensation - $26.75/hr
Medical, Vision and Dental Insurance Available
401K- discretionary 2.5% employer match
Basic/Voluntary Term Life Insurance
Long Term Disability
HSA Accounts
PTO Years 1 and 2, 15 days, Year 3 onwards 20 days
12 paid public holidays

Legal Disclaimer

Non-Exempt: As a non-exempt employee, your position is classified as eligible for overtime pay under the Fair Labor Standards Act (FLSA) and applicable state laws. You will be paid on an hourly basis (or salary basis, if applicable), and you will receive overtime compensation for all hours worked in excess of 40 hours in a workweek (or as otherwise required by state law). All overtime must be approved in advance by your supervisor.

BioWave is committed to the principles of equal employment opportunity and providing reasonable accommodations to qualified individuals with disabilities. If you require assistance or accommodations to complete the application process or to perform the essential functions of this position, please contact phoebe.jamieson@biowave.com.